Online return when customer service not answering emails or phone calls

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  • Updated 1 month ago
I have an order in process.  Signed up for new account and ordered phone.  Koodo has delivered phone,  but no account information (no phone number, no account number).  I discovered after ordering that I could wait to buy the phone until after the account is registered and the phone will be cheaper (I have another account active, which shows the lower prices).  I emailed online customer service immediately to determine if they will give me cheaper price or if I should cancel the phone order, and register the sim before reordering to get the lower price. This was five days ago.  No response (not even receipt notification).  I have sent a new email every day and phoned daily, leaving vm because they do not answer.  I am concerned they will not address this issue before the 15 day period is up and I will be stuck with the phone at the higher price.  I called regular customer service who say they can't do anything because it is online order.  Nice way to start a relationship with a new customer.  Any ideas?
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Bruce

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Posted 1 month ago

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Dennis, Mobile Master

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What phone is it?
How much did you pay for the phone?  How much is the sale price now?  is the promo price tied to something that you are not eligble for?

When you called, did you ask Customer Service to match the promo price since you are within your 15 day return period?
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Timo Tuokkola, Mobile Master

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The reason they haven't returned your emails and phone calls is because they are busy dealing with all the calls and emails which came in before yours did, many of whom also sent multiple messages when they did not receive an immediate reply. Each of these contact attempts must be individually resolved before they can move on to the next one. Your messages have not been deleted. They're dealing with the backlog as fast as they can. Constantly emailing will not resolve your issue any faster.
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Dennis, Mobile Master

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Are you transfering from PM?  
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Bruce

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Yes.
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David, Mobile Master

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It appears now that you have two instances of an account, thus the message about the account already being linked to another. One of the steps you will need to complete once you get the welcome email is contact Koodo, and ask they delete the duplicate, so you can use the link in the welcome email to properly link to your account.
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Bruce

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Yes, that was the case. They finally answered the phone and it is sorted out. They did provide the account credit on the phone price btw, after making a big deal about it. I am confident that I did qualify for it, but only if the phone was purchased after activation, meaning an extra delivery for them, which is silly. I was working my rights to return and repurchase, so providing me the refund was in their best interest. Thanks you for your help
(Edited)
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Bruce

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I included a thumbs up, but I guess no emojis
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Bruce

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which is a further concern as the deadline for transferring the number is today.  I know in retrospect that I could have done the number transfer as part of the online order, but the webpage is not clear on how that process works, and I feared losing existing service while waiting for the phone/sim, so I asked for a new number intending to port when I received the phone.  Being in limbo, I cannot initiate the port and may miss the deadline to qualify for the PM transfer deal.